Operations Manager – Outsourcing GB

As Operations Manager – Outsourcing GB (LifeSight, WTW Master Trust), you will lead the offshore delivery of UK Pensions operations, ensuring exceptional service for our clients and members. You will be accountable for driving operational efficiency, commercial discipline, and process excellence, while maintaining high standards of compliance and governance. Your remit will include delivering against KPIs and SLAs, optimising resources, managing escalations, and overseeing smooth transitions—all with a strong focus on measurable results, continuous improvement, and preparing the operation to meet future needs and opportunities.

You will foster a culture of capability growth, collaboration, and innovation, enabling colleagues to perform at their best and adapt to change with confidence. By combining client focus, operational rigor, financial acumen, and people leadership, you will play a pivotal role in delivering an exceptional member experience today, while building the agility and resilience needed for long-term success.

• 10+ years of overall experience, including 4+ years in UK pensions operations (mandatory).
• Strong understanding of UK Pensions Legislation & Regulations, with the ability to interpret and apply them in dynamic operational environments.
• Proven experience leading hybrid and cross-location teams; track record as a change leader in transformation programmes, system migrations, or regulatory shifts.
• Budget management, capacity/resource planning, and data-driven operational decision-making expertise.
• Skilled at navigating senior stakeholder relationships and influencing outcomes.
• UK pensions certifications (preferred).
• Demonstrated ability to develop and mentor managers/team leads to build future-ready capabilities.
• Strong background in performance management, coaching, and team engagement.
• Proven success in building high-performing teams and implementing progressive talent strategies.
• Ability to shape and execute BU-level strategic plans, aligning short-term priorities with long-term vision.
• Experience in work transitions, process optimisation, and compliance governance.
• Expertise in designing, tracking, and improving KPIs, SLAs, and other operational metrics.
• Evidence of delivering initiatives with measurable business impact.
• Strong client-first mindset, ensuring operational alignment with service delivery standards.
• Financial acumen in managing budgets, measuring ROI, and delivering cost-efficient service models.
• Strong organisational and time management skills.
• Advanced proficiency in MS Excel and Word.

Job Role:

To lead offshore pensions administrative operations for one of the LifeSight teams, ensuring consistent delivery excellence, regulatory compliance, and building team capability to meet current demands and future business growth. This role demands both strategic oversight and hands-on leadership to ensure operational resilience and adaptability.

Client

• Champion a member-first mindset by aligning delivery with client expectations, service quality, and SLAs.
• Act as the primary offshore point of contact for client escalations and operational discussions within your remit.
• Anticipate evolving client needs and adjust operational priorities proactively.
• Partner with stakeholders to implement improvements that elevate member experience and client satisfaction.

Financials

• Forecast and Manage team budgets, capacity requirements effectively.
• Optimise operational models to reduce cost while safeguarding quality.
• Ensure successful delivery on all commercial metrics.
• Use data and analytics to identify inefficiencies and implement scalable, future ready.

Excellence

• Set and drive the operational strategy and roadmap for assigned LifeSight functions.
• Implement governance, quality standards, and continuous improvement frameworks.
• Lead operational readiness for regulatory changes, system enhancements, and business transformations.
• Monitor and transparently report on KPIs and SLAs, embedding an improvement mindset.

People

• Lead, coach, and develop a high-performing, future-ready team in a hybrid/cross-location environment.
• Implement succession planning and clear career development pathways.
• Foster an inclusive, collaborative, and engaged culture.
• Ensure workforce capability is aligned to evolving business demands.

10+ years of overall experience, including 4+ years in UK pensions operations (mandatory).